Senior Customer Experience Associate
About us
In the last few years, remote and hybrid work has had an explosion in popularity, giving workers an unprecedented level of access to opportunity and an increase in quality of life. However, our existing tools were not set up to do remote work well. Work can be isolating, transactional, and void of the camaraderie that makes everyone feel like they’re in it together.
To solve this, Gather builds virtual offices that bring the best of in-person work to remote. We’ve already seen success with our approach, with over 10,000 remote-first companies using our spaces every day.
And yet it’s still the early days for our broader vision of the Metaverse. We’re excited about how the Metaverse can break down physical constraints that exist today, not just in where you can work, but which friends/family you can see, or what educational opportunities you can have access to.
Join us in this mission!
Role overview:
Our team helps customers who rely on Gather’s platform to connect with their co-workers, family, and friends. We are here to help make their experience with Gather nothing short of magical with unparalleled support.
As a Senior Customer Experience Associate, you will be responsible for being a product expert while directly supporting customers in our Japan and US markets. While helping customers, you will have the opportunity to offer insights to product, design, and engineering teams, and support new feature launches. As an owner of customer experience, your job is to solve problems, communicate effectively, offer product demos, help new customers onboard, and otherwise ensure their success using our product.
The hours you must be available in between are 4:00PM - 12:00AM PT
Where you will make an impact:
- Offer high-touch customer support to all customers through email, chat, and video
- Answer inquiries regarding the product, service setup processes, customer feedback, and technical difficulties
- Identify and surface individual customer trends and process improvements by collaborating with the team - be the voice of our customers
- Influence our product and growth strategy to further delight our customers
- Patiently and quickly troubleshoot potential product bugs
- Create tickets for the engineering team based on feature requests and bugs from customers
- Handle inbound product demo requests from customers of all sizes
- Partner with customers to ensure their onboarding and continued success with our product
- Maintain our learning resources and knowledge base to improve the accuracy of the support we provide to customers
- Go above and beyond by creating bespoke moments of delight
What you bring:
- You have the ability to communicate with both native Japanese and English speaking customers
- You have experience in a customer-facing role and maintain a keen interest in providing outstanding customer support experiences
- You understand tricky topics, both in writing and in person. You communicate clearly and with precision
- You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills
- You are resourceful, flexible and hold self accountable and persevere in the face of obstacles
- You are empathetic and enjoy teaching customers at all levels of technical proficiency
- You have a track record of making sound decisions in line with managing your time and prioritization of responsibilities
- You follow through on your commitments (and are honest when something is over your head)
- Strong sense of professionalism and sensitivity to legal/security compliance
Nice-to-haves:
- Previous sales and customer success experience
- Translate customer confusion to product changes
- Passionate about the metaverse and the digital frontier
US Salary Range
At Gather, compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. The base salary range for this position in the selected city is $80,000 - $90,000 annually and we encourage candidates outside of this salary range to apply.
Base pay is one part of the total package that is provided to compensate and recognize employees for their work, and this role may be eligible for a stock reward program.
Benefits
- Work remotely out of a state-of-the-art virtual office!
- Competitive compensation, benefits, and meaningful equity
- Comprehensive medical, dental, and vision insurance for employees and their dependents
- 401k and matching program
- Generous PTO policy and mental health days to recharge
- Meal stipend twice a week to keep you nourished
- Remote work, education, and health & wellness stipend
- Support for family planning & gender-affirmation
- The opportunity to join a passionate team in building something that actually makes peoples' lives better, every single day
Gather is committed to building an inclusive and equitable workplace for individuals of all backgrounds. We strive to build a workplace where employees feel comfortable bringing their authentic selves to work, everyday. Qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, pregnancy or parental status, protected veteran status, disability status, or any other basis prohibited by law. Additionally, we're committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please notify the recruiter you are working with. We also ask that all applicants consider answering the voluntary demographic questions on our job application to help us track the inclusivity of our recruiting efforts and programs. Answering these questions is entirely voluntary and your answers will not be shared with the hiring team and will not impact the hiring decision.